Service Request Management Lead

Описание

Hewlett Packard Enterprise (HPE) creates new possibilities for technology to have a meaningful impact on people, businesses, governments and society. HPE invents, engineers, and delivers technology solutions that drive business value, create social value, and improve the lives of our clients. The largest line of business - Enterprise Services produces better business outcomes for our clients through our comprehensive Infrastructure Technology Outsourcing Services. Our service excellence, with consistent globally delivered standardized services guarantees clients peace of mind, while our ability to drive innovation ensures clients a compelling strategy for the future.

The Service Request Management Lead is responsible for ensuring that all Service Request Management (SRM) services are performed per agreed commitments and interfacing with Account leadership on any issues or escalations that may arise relating to SRM functions. This role identifies and leverages appropriately skilled resources for the completion of service request proposals, assures and approves the output of the Response Managers, and provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets. Additionally, the SRM Lead analyzes non-standard service requests to determine if repetitious request types should be orderable as standard and supports prioritization of service requests in line with business objectives and contractual commitments.


Job specifics/responsibilities:
• Serves as the single point of contact to the account/Account Business Manager for any issues or escalations that may arise relating to any of the SRM functions;
• Ensures all SRM services are performed for the account per the agreed SLAs (contract between HP and the Client);
• Identifies and leverages appropriately skilled resources for the completion of service request proposals;
• Assures and approves the output of the Response Managers;
• Provides input into forecasting and management of resource requirements to ensure the effective handling of service requests within SLA targets;
• Analyzes non-standard service requests to determine if repetitious request types should be orderable as standard;
• Supports prioritization of service requests in line with business objectives and contractual commitments;
• Builds effective relationships with Account Business Managers and clients;
• Establishes Quality Assurance and ensures that processes are maintained.

Education (degree) and professional experience required:
• Bachelor’s degree;
• 3 years of Professional Experience with at least 1 year of Service Request Management SME experience preferred;
• Proficient English;
• SME knowledge in SRM and ABM global capabilities;
• Business problem solving, critical thinking and information analysis;
• Leadership and people management skills;
• Workforce planning and organizational skills;
• Contract structure and account contract controls;
• Financial/P&L Management;
• Project management and SRM Stakeholder relationship management;
• Client relationship management;
• Business communication and executive presentation skills.


We offer:
• Membership in a highly-qualified young, enthusiastic team;
• Exposure to cutting edge technologies and releases and biggest world-wide environments having the flexibility of remote login;
• Ability for certifications of HP Storage works, XP, EVA, EMC Symmetrix, EMC CLARiiON, EMC Celerra, NetApp Data Ontap, Brocade etc;
• Competitive remuneration package;
• Medical insurance;
• 4 days additional paid leave (total: 24 days);
• Food vouchers;
• Life insurance;
• Wellness program;
• HPE badge program including various discounts for products and services;
• Work-life balance program including free legal, financial and psychological consultations.


Thanks for taking the time to review our job, if you think it is a match to your experience and interests please apply today— we are eager to learn more about you! If you know a friend who may be a fit for the job please refer them.

Please note:
This is to inform you that Hewlett Packard GDBC EOOD (HP) is registered as an administrator of personal data to the Commission for Data Protection. Some of the information that you provide voluntarily is personal information and falls under the special protection regime under the Law on Personal Data Protection. The personal data provided by you will be processed for the purposes of the selection process as well as for the realization of the legitimate interests of the data controller in respect of any future contract of employment. HP takes the responsibility to handle, use and store your personal data, ensuring its protection in secret from the third parties. We inform you and you agree that HP may provide your personal data to government, municipal institutions, banks, companies, corporate bodies and individuals, where such obligation exists under a special legal provision, where it is necessary for realization of your rights and legal interests as a participant in the selection process, and when it is necessary to realize the legitimate rights and interests of HP. HP can provide your personal information to corporate bodies and individuals who are assigned to actions and activities relating to the selection process and in respect of any future contract of employment.

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

Бизнес /консултантски услуги

Държава:

България

Населено място:

Гр. София

Адрес:

ул. Бизнес Парк София 1, сграда 10 No 1, бл. 9

Дата:

11.01.2017

Организация:

Hewlett Packard Enterprise
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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